Service Planner Guwahati
Job Description
About the Role:
- The Service Planner / Sr. Service Planner is responsible for end-to-end service planning, data accuracy, system usage, productivity monitoring, and coordination with cross-functional teams to ensure smooth and timely service delivery.
- The incumbent will report to the AOM/OM / Assistant Branch Manager/Branch Manager. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders
- Develop proficiency in company software (iCABS, SCP, etc.) and ensure 100% active and >95% usage of Service Companion (SCP)
- Support digital transition and maintain the accuracy of consumption, TOS, and service data
- Coordinate with IT for new users or device-related issues
- Ensure error-free documentation and adherence to the ticket-based callout process
- Organise daily/weekly/monthly service schedules for all technicians across contract, jobbing, renewals, and complaints
- Prioritise planning to reduce service backlog and ensure On-Time delivery
- Liaise with Sales/Service teams to accommodate urgent visits and resolve STOP/termination issues
- Track technician-wise productivity, efficiency, and service delivery KPIs
- Maintain and report the SOS daily, weekly, and monthly, including GSS SOS
- Provide regular updates on backlogs, critical issues, ageing profiles, and complaint trends
- Assist AOM/OM/ABM/BM in monitoring field KPIs
- Coordinate with Sales and Operations for technician routing, slot availability, and routine adjustments
- Raise unresolved issues to next-level management for resolution
- Ensure leave planning and service continuity without disruption
- On-time Service Planning
- Data Accuracy
- SCP Utilization
- Schedule Adherence
- Reporting & Analysis
- Cross-Team Coordination
- Detail Orientation
- Planning & Organizing
- Analytical Thinking
- Customer Focus
- Negotiation Skills
- Minimum graduate, with 0-1 years of relevant experience
- Basic computer skills required (advanced proficiency is a plus)
- Knowledge of MS-Office/G-Suite
- Service
- Relationships
- Teamwork
- Responsibility